Customer Service Engineer

Rosalind Gatling

Email: *********@********.***

Address: *** **** ****

City: Lady Lake

State: FL

Zip: 32159

Country: USA

Phone: 352-***-****

Skill Level: Experienced

Salary Range: $60,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

ROSALIND HOLLAND-GATLING

527 Pennsylvania Avenue, Leavenworth, KS

Home: 913-***-**** - *****@*****.***

Summary

Experienced Engineer/Analyst with extensive experience in Information Technology and Telecommunication and professional with strong leadership and relationship-building skills. Proficiencies include Routing and Switching. Meticulous Network Engineer, excellent at juggling multiple tasks and working under pressure. Broad industry experience includes NOC, Transport and SOHO.

Highlights

Branch circuit wiring

CompTIA A+ and Security

Excellent written and verbal communication skills

CISCO Certified Network Associate (CCNA)

Troubleshooting proficiency

CISCO Certified Network Professional Route

Vast technical knowledge

CISCO Certified Network Voice ICOMM

DHCP/ DNS Ethernet and Firewall proficient

Proficiency in TCP/IP protocols

GUI and tools

Strong analytical skills

LAN aptitude

MS Office proficiency

Accomplishments

Strategy and Planning

Developed and communicated best practices between Core and Distribution sites, security policies and standards to all users.

Created, maintained and Implemented Change of Management Documents

Leadership

Served as a researcher and assistant of design team, initial, proposal and implementation phase.

Delivered results with hard real-time messaging and on-demand account migration for 24 x 7 distributed UNIX platforms, essential to primary SLA's .

IT Training

Successfully trained 14 to 20 employees to use new operating system.

change control meetings and weekly status meetings

Network Security

Monitored and troubleshoot redundancy issues for network components for all three level of requirements Full, Partial or none.

Network Support

Acted as first point of contact for all major technical issues, including power outages, system failures and disaster recovery.

Oversaw infrastructure of three offices and acted as support for help-desk technicians and IT Department.

Client Interface

Improved client relationships and project predictability through shared business and technical perspectives, agreed project roles, risk assessment, use cases.

Experience

Network Specialist

January 2012 to October 2012

Naval Hospital of Pensacola Pensacola, Florida

Prepared and presented technical proposals for clients.

Troubleshoot and resolved Network issues escalated from customer support and other departments with a 95% success rate.

Served as Network system Lead, providing technical support for entire organization.

Routing: Protocols: EIGRP, BGP, RIP, OSPF, TCP/IP Layers, ICMP, ARP and RARP, Switching: VLAN, Ether Channel, DLCI, Switch ports, LMI, STP, HSRP, and Wireless Security: IPS, IDS, IPsec, ISAKAMP, IPSEC VPN(s) tunnels, Fire Walls, Policy, NAT, Stateful, Next Gen, ACL Zone Based FW, Virtualization, Transparent, Firewalls and VPN: Cisco ASA 5500-5540, Sonic Wall 4060, Juniper SSL VPN, Cisco IPS 4240,4270,Catalyst 6500 IDSM, Cisco AIM, Segway 4200 Signal Gateway, SEGway X200 SS7 over IP.

Assisted with the establishment and Implementation of Network policies and standards to the network for security.

problems and strengths and collected data on the customer experience.

Network Support Analyst

May 2011 to January 2012

Syniverse Technologies Tampa, Florida

Analyzed software, hardware and network systems for various transmission systems.

Monitoring Software: Solar Winds, Fluke Networks, Tivoli Net cool/Omnibus, HP Open view BMC Remedy Action Request System, PuTTy Connection Manager, Remote Desktop, Dame ware Mini Remote, PowerPoint, MS Office, Microsoft Visio 2010, Microsoft Project.

Configured and installed routers, switches and wireless controllers.

Managed all switches, routers, firewalls and equipment. Firewalls and VPN: Cisco ASA 5500-5540, Sonic Wall 4060, Juniper SSL VPN, Intrusion Prevention Cisco IPS 4240,4270,Catalyst 6500 IDSM, Cisco AIM, Segway 4200 Signal Gateway, SEGway X200 SS7 over IP

Acted as primary contact for computer hardware and software problems, as well as network emergencies. Mapped industry standard design patterns to existing topologies to derive a component architecture model of the system. Searching for network bottle necks, high CPU usage and enable measurement of system resource usage and process behavior.

Network Analyst II

September 2010 to April 2011

Sprint/ Ericsson Lenexa, Kansas

Successfully, worked with External an Internal Vendors and Global Roaming partners in establishing Ticket tracking, work process and updates.

Preventing a major outage that could cost the company massive amount Lead Tech on overnight shift provided day-to-day network and telephony technical support. Upgraded Cisco IOS and Configurations.

Use and Work the process to configure network, monitoring tool.

Vlans, Static Routes, IP Addressing, CDP, NAT and PAT, Basic Debugging.

Firewalls and VPN: Cisco ASA 5500-5540, Sonic Wall 4060, Juniper SSL VPN, Big IP 1100 and 11050 FIPS SSL, Catalyst 6500 IDSM, Segway 4200 Signal Gateway, SEGway X200 SS7 over IP

Continued internal education, training and certifications to stay ahead of an evolving Information industry landscape, learned new product releases.

Network Support Engineer

August 2006 to January 2009

Embarq Communications Lenexa, Florida

Successfully, engaged with Switch Techs in maintenance upgrades, installs, or reboots that needed to be performed during the window.

Self-motivated, possess excellent people skills, verbal and written communication skills.

My team assisted in getting the maintenance completed and brought back on line with in the CMC time frame stated in current MOP.

Troubleshoot and monitor the SONET.

Understanding what is meant or need to be used between different networks such as BGP concept on AS numbers, used TCP, BGP peer Exchanges, Understanding of OSPF LSA Types and Descriptions. BGP concept of AS, Databases and Peering States along with messaging types. Insuring that the physical layout is according to the LAN or SONET, Frame Relay.

VoIP Installation Supervisor/Trainer

May 2005 to February 2006

Paradigm Cable and Networking Lenexa, Kansas

TROUBLESHOOT: Verified Ethernet connections, Ports are enabled on Ethernet Cards, checked for the proper status light and configuring IP subnets.

CONFIGURE: VLAN, VTP, and VPN memberships verifying connections using the Ping, and Tracert command.

Presented weekly installation attendance/training classes and Setup with the Local Cable Company involve us in Safety Training classes, Troubleshot and resolved internet connectivity and general software and hardware issues.

Hired and trained 14 Cable installers new procedures and methods that required by Parent cable company standard. .

Insuring and maintain 100% Customer Service and the end of every work shift. Maintained up-to-date knowledge of Installation policies, work procedures and On-time service agreements. Collected payments, returns and exchanges.Created new processes and systems for increasing customer service satisfaction. Developed highly empathetic client relationships and earned reputation for exceeding sales goals.

Network Analyst I/Provisioner

January 2000 to March 2005

Sprint Overland Park, Kansas

Routing: Protocols: EIGRP, BGP, RIP, OSPF, TCP/IP Layers, ICMP, ARP and RARP,

Switching: VLAN, Ether Channel, DLCI, Switch ports, LMI, STP, HSRP, and Wireless

Voice: 802.11 Wi-Fi, VoIP, QoS IOS commands

Security: IPS, IDS, IPsec, ISAKAMP, IPSEC VPN(s) tunnels, Fire Walls, Policy, NAT, Stateful, Next Gen, ACL Zone Based FW, Virtualization, Transparent, Routed

TROUBLESHOOTING: problems that would exist because outages have occurred while adding VLAN's to a trunk interface lately by not using the Best Practice way.Insuring proper coding for B8ZS, AMI or ESF. Maintaining the RTO (recovery time objective), after Outages, applications and function. Verified the Customer Equipment and Digital Equipment used at Demark location and co- location Send out notifications to make clients aware of Outage.

Education

New Horizon 2013

Overland Park, KS, United States

Cisco Certified Network Voice

Coursework and Training in Converged Network, Voice over IP, Routing calls over voice ports Identifying Dial Plans and Gatekeepers.

New Horizons 2013

Overland Park, KS, United States

Network Administrator

CCNP Route

Training and Course work in Planning for Complex Networks, EIGRP, OSPF, Path Control, BGP, Mobile Connectivity and Basic understanding of IPv6. and IPSec

Tech Skills 2010

Lenexa, KS, United States

Cisco Certified Network Associate

CCNA

Coursework and Training in Operations of Data Networks, Switching Foundations, Basic IP Services, IOS and Routing Foundations

Coursework and Training in Wireless/Network Security Concepts. Basic WAN, ACL, PPP, Frame Relay and VPN connectivity.

DeVry Institute of Technology 1998

Kansas City, MO, United States

Telecommunications Management

Bachelor of Science

Coursework in Computer Networking and Information Technology

American College of Technology

St. Joseph, MO, United States

Network Administration/Security

Associate Degree

Coursework in Risk and Opportunity Management

Coursework in Business Administration and Management Coursework in Information Technology

Contact this candidate